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Complaint Details
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Initial Complaint
12/16/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We had our bathtub stripped and refinished by Adams Fiberglass and Porcelain on 1/19/18. On the receipt it clearly states there is a 5 year warranty. In November, the coating developed a small crack. I tried several times, by phone (voice mail messages left on 11/15, 11/17, 11/18, 12/13) and email (11/17, 12/15) to reach out to the company to see how it might be repaired. I have received no response. Now a 3" patch of the coating has peeled completely off. I have continued to reach out to the company, and continue to have the phone go to voicemail and receive no reply.
Business response
05/06/2022
Hello,
I have spoke with the client and I have spoke with Better Business Bureau regarding this issue. I had hired a young lady that was helping me for the last six months or so. She was handling my incoming calls and internal communication and scheduling. I was under the assumption that all my clients needs were being address and scheduled and my bills were being paid. When I would see calls or give her issues to address and schedule she would confirm with me they were being taken care of. I now find they were not and Unfortunately ************** was one of the clients that were ignored by this individual. I have since found that she had misappropriated funds, ignored clients, and was even rude to them when they persisted in calling. She deleted messages emails and correspondence so I was unaware of the unhappiness of some of my clients and we lost quite a bit of work that was not called back or followed up on.
This young lady has disappeared, I have filed charges against her. I am very unhappy of how our clients have been treated and blame myself for not being more diligent and maybe trusting her too much. I thought I was a better judge of character. I have reached out to ************* and am going to offer a partial refund. I am currently out the office in California due to a family illness. However, I have my daughter in the office covering any issues may arise. I am confident that she will take care of my clients as she always has with the upmost respect and attention.
My sincere apologies to ************* and any other client that was affected by this young ladies lack of performance.
Regards,
Respectfully,
******* Adams
Business response
05/11/2022
Hello,
I have spoke with the client and I have spoke with Better Business Bureau regarding this issue. I had hired a young lady that was helping me for the last six months or so. She was handling my incoming calls and internal communication and scheduling. I was under the assumption that all my clients needs were being address and scheduled and my bills were being paid. When I would see calls or give her issues to address and schedule she would confirm with me they were being taken care of. I now find they were not and Unfortunately **************** was one of the clients that were ignored by this individual. I have since found that she had misappropriated funds, ignored clients, and was even rude to them when they persisted in calling. She deleted messages emails and correspondence so I was unaware of the unhappiness of some of my clients and we lost quite a bit of work that was not called back or followed up on.
This young lady has disappeared, I have filed charges against her. I am very unhappy of how our clients have been treated and blame myself for not being more diligent and maybe trusting her too much. I thought I was a better judge of character. I have reached out to *************** and am going to offer a partial refund. I am currently out the office in California due to a family illness. However, I have my daughter in the office covering any issues may arise. I am confident that she will take care of my clients as she always has with the upmost respect and attention.
My sincere apologies to *************** and any other client that was affected by this young ladies lack of performance.
Regards,
Respectfully,
******* Adams
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.